Monday, March 21, 2011

HAS MCFD'S COMPLAINT RESOLUTION PROCESS WORKED FOR YOU? / 480

Hon. Mary McNeill & Hon. Steven Point
A new photograph of the Honourable Mary McNeill together with the Lieutenant Governor Steven Point on the occasion of her signing her oath of office is the only indication thus far that there has been a change of command at the Ministry of Children and Family Development.
 
Hon. Mary Polak
The Honourable Mary Polak is still pictured as the primary spokesperson of the Ministry to you when you see her and read her message of welcome to the MCFD website.

I'll cut Ms. McNeill and the Ministry a little slack since it has only been a bit more than a week since she took office and she has not been able to get to all of the tasks that will stack up in her inbox and task box. I wonder how soon she and her deputy minister will place their unique marks on the service plan and the CAPP. How much time must be granted to them as a learning curve?


And then how soon before a provincial election? And then, what if the NDP squeaks out a win? What happens to all of these new appointments? At any time, who pays attention to the serviceability, the practicality, the reality of so many aspects of Ministry delivery. It all appears so clean in print. For instance, for any family that has experienced a Ministry child protection procedure and has disagreed with that action, does this complaint resolution process and promise work?

This is what the MCFD website tells us about resolving complaints with them. Is one of the highlighted people you?
Complaint Resolution
The Ministry of Children and Family Development is committed to providing quality service to children, youth, families and communities. The complaint resolution process can be used by:
  • a child or youth receiving or entitled to receive services,
  • a family member or caregiver complaining about their own treatment or their family member's treatment,
  • a foster parent complaining on behalf of their foster child,
  • a person acting on behalf of a child or trying to get services on behalf of a child (such as a teacher, doctor, foster family), or
  • a group of agencies receiving services from MCFD other than by contract.
Then, there are links provided to acquire information concerning how the (1) complaint process works, and what you can do (2) if you disagree with a decision and where you can find Regional Resolution Consultants.

Toggle the first link and you will find the following promise. Have you tried this process? Does it work? Were you treated with respect and dignity, fairness and sensitivity? Were you informed as to what you could expect as you deal with the Ministry? Were you told specifically about services and how to access them? Were you satisfied with the quality of your ministry services because that is assured to you here? And do you feel that you were involved meaningfully in the case-planning and decision-making for your child(ren)?
(1) Complaint Resolution Process
You are encouraged to resolve your complaint informally with your ministry worker. This is usually the fastest and easiest way to try and work things out. Complaints can be made about the following issues:
  • being treated with respect and dignity
  • fairness
  • sensitivity to a culture
  • telling you what to expect in your dealings with the ministry
  • involvement in case planning and decision-making about a child in care
  • quality of ministry services
  • eligibility for or access to MCFD services, and/or
  • a breach of the rights of a child in care (see the booklet Know Your Rights - a guide for young people in care).
Then the website anticipating that some of you will still not be satisfied with the complaint resolution process taken that far, are offered these further steps. The site says, “However, if you have already discussed your concerns with your worker and are not satisfied, or if you feel uncomfortable discussing your concerns, the Complaint Resolution process is available to you.” The Complaint Resolution Process is a two-step process that varies slightly from region to region, but the principles and standards remain the same.

Step 1: Local Review
Either you or your ministry worker can, individually or with the assistance of a regional resolution consultant, request the ministry worker's team leader review your concern.
Step 2: Formal Review
  • If you are not satisfied with the decision made by the team leader, the local manager or director will then try to resolve your concern by completing a formal review.
  • If you haven't already done so, you or the team leader may contact the regional resolution consultant to ask for assistance.
  • During a formal review, you will have an opportunity to speak with the local manager or director about your concerns.
  • The local manager or director may make a decision during your meeting or at a later time.
  • You will receive a letter informing you of the decision and the reasons for the decision. If you are still not satisfied, an independent review can be made. Please see the information on the If You Disagree page for details.

If You Disagree: If you have completed the Complaint Resolution Process and are still not satisfied you have further options.
Office of the Ombudsman
The Office of the Ombudsperson received inquiries and complaints about the practices and services provided by public agencies. Their role is to impartially investigate complaints to determine whether public agencies have acted fairly and reasonably.
Phone: 1 800 567-3247
Fax: 250 387-0198
Representative for Children and Youth
The Representative for Children and Youth provides advocacy services to ensure that the voice and views of young people are heard and that their rights and interests are upheld in decisions that are being made about them.
Phone: 1 800 476-3933
Fax: 250 356-0837
Email: rcy@rcybc.ca

Have you been offered sufficient assurance so far do you think, that the intervention into your family life or the removal of your child has been handled properly and that you have a road to resolution clearly laid out ?

19 comments:

  1. Ron--puleese; save this blog for April Fools day. I don't know how many times I have sent people into the futile process of the various dispute resolution process. Process is exactly what it is and it is process with no outcome. Mostly it is just a circular trip where you finish up where you started off, only more frustrated. I don't know how many bureaucrats make a decent living by walking the same treadmill without getting a sense of futility. In the case of one foster home closure, I went through the hundreds of pages obtained through freedom of information and I counted no fewer than 26 different functionaries, all trying to control a piece of the action. Nothing changed as a result.
    There is perhaps one exception. I have occasionally seen the ombuds person achieve a result. The problem is that you have to live long enough. If the problem needs to be resolved in a timely manner the result will be too late. I already quoted the man where the ombudsman found the family court counsellor and his supervisor erred. By the time he got the ruling he had lost access to his children for two years already. Yet they were not always so slow. Eventually the ombuds office became as bureaucratic and process bound as all the rest. I could write you reams on this, but I won't. Have a good day eh.

    ReplyDelete
  2. I complained about how my social worker treated me as she said some attacking things in a personal conversation. Also some things were not true and written on my file.
    At the meeting with her and her supervisor I brought a tape recorder. He took the tape away. Then we proceeded with the meeting.
    I was branded a trouble maker and later the supervisor got his revenge on me.
    For no real reason, he advised my baby to be taken away from me. It is a complicated story, but I was in a hospital about my much older son. I was not refusing treatment and he had been on all the medications the hospital wanted. But, the nurses knew I had an open file at the time and called in about me with the silliest stuff to do with comments about my personality,etc.
    Then one day when I was back from Tim Horton's, the room was guarded and a group of very tough social workers came in. They threw all my stuff around and put me in a room with my baby and under police guard.
    Then I was taken into another room and two police and other SW said I had to give up my baby. I said she was just about to breast feed. She was scared and screaming (8 month old). But they took her by the head (two policemen holding a tiny baby as if she were a robber,wrenching her head)and would have hurt her very badly if I did not let go.
    The entire time I did not make a fuss and kept my dignity. I had been on the phone with my GP just previously as I wanted my son transferred out of there. And she know I was in a normal mood and not doing anything to warrant this. (Her help later was important in getting my baby back).
    Then I got all the transcripts of the calls on my case. I was not supposed to but I did.
    The supervisor who had overseen my complaint meeting 2 years earlier was on shift and my regular SW was away that day. The hospital was calling him about my son and he said, "Whatever you do, don't let her leave the hospital with the baby. Take the baby!!!"

    ReplyDelete
  3. I felt that it was revenge as they branded me a certain way since I had complained before and that office didn't like me. SO, complaining can get a parent a bad reputation and even if some stuff on a file is proven not true, the next SW will re-write it on the risk assessment as if it is unchallenged.
    My SW called police on me when I was working with a home maker. I was where I was supposed to be and not doing anything wrong. My SW claimed that I was not allowed into my home, yet she mandated me to be there by court. She wrote on my file tha ti had been trying to sneak in (?)This was just harassment. The police yelled at me loudly in front of my neighbours that I was under a supervision order and not to be there. Later an advocate advised I complain about this. I said no way as I already knew the complaint process is a sham

    ReplyDelete
  4. Of course Ray, it was a staged joke. I didn't really believe the process worked. I suppose I was testing my cynicism against the outside possibility that someone out there might actually have received what the process purports to offer, a fair and dignified result. But I am the fool I am pretty sure because Jenny who writes next to you, has confirmed yet again that in her case her complaint was met by retaliation.

    ReplyDelete
  5. I cant help it but to cynically laugh at this subject! Social Workers do whatever they want to do,and they get away with it!
    The Courts are rigged against Us as they in no way operate like a true or dejure court.

    Show Me where one has been charged with neglect and fired unless they did something that was so criminal they had to be charged? They are not responsible for what they do or fail to do and We pay for it!

    ReplyDelete
  6. Count me as another who has seen the so called dispute resolution process.I will spare you the gruesome details. The only way to fix this is to bring the court system into play in these cases either through a change in legislation or the creation of some kind of civilian trust fund to hire lawyers where they are needed. It could be funded through compulsory donations from foster parents and others and would create a whole new area of law rather quickly so the lawyers might be of some help in making suggestions and helping out. R. Martin

    ReplyDelete
  7. Many unhappy customers have a legitimate complaint. Use the opportunity to turn the situation around, right a wrong, and avoid making the same mistake in the future, thus improving your business.

    ReplyDelete
  8. The Complaint Resolution Process is a farce. First off, you complain to the MCFD, it's investigated BY the MCFD, and the course of action (or inaction, as I call it)is decided by the MCFD. It is as rhetorical as getting the RCMP to investigate within its own walls. Social workers have jobs in which they want to keep. Adopting out children for $50,000 minimum adoption fee IS their money-making scheme. They falsely accuse already marginalized people within the community to justify their job positions and gov't funding. People with disabilities, aboriginals, single mothers in poverty, families in poverty, racial minorities, they attack them all, for they're a free source of adoptable children, in other words, $$$. These marginalized people can not afford legal representation, the MCFD knows it. They will not resolve a complaint and put their selves out of cash. Complaint resolution? Pffft.

    ReplyDelete
  9. I am in the process of moving to 'Step Two' ... waiting to hear from the regional complaints resolution manager, Daniel Shadbolt. My complaint is against the local office ... intake worker, assigned SW and their supervisor. I have recently learned that the assigned SW was fired back in early 2010, after I went to her supervisor. I've also been told that if that indeed occurred, privacy would keep me from being officially notified of this and the MCFD would consider the case appropriately dealt with on their part. Complaint closed. What would be my options if this were the outcome?

    ReplyDelete
  10. 10 years of complaining about an illegal fraudulent adoption haven't brought my daughter home, but somebody better get off their ass regarding a visit because her Daddy had Chronic Lymphocytic Leukemia!

    ReplyDelete
  11. 10 years of complaining about an illegal fraudulent adoption haven't brought my daughter home, but somebody better get off their ass regarding a visit because her Daddy had Chronic Lymphocytic Leukemia!

    ReplyDelete
  12. Thanks Unknown of December 2. I am sorry to read the situation you describe. Although you comment on a blog post from 2011, your agony is current. I may seek to revisit this main story and illustrate with your remark.

    ReplyDelete
    Replies
    1. Please do and if you need further info you can reach me at lluckovich@shaw.ca. I forgot to put my name on the previous post, its Lois. Things are not improving, my partner's Dr will not write a letter to the adoptive parents either through the info exchange. Because of these IDIOTS our daughter will not see her Daddy while his health is still somewhat stable

      Delete
  13. They took my baby boy two days after he was born while in the hospital. I checked myself out of the hospital after 7days of feeling like a lab rat, basic after c section issues that should of been easily delt with, but they all seem to act as if they didn't know what they were doing..felt like they were trying to keep me there! It was my mother and Cathy Segrus in Kelowna who tries to keep my 15yr old away frm me all year while I fought to get back on my feet after my mother kept on her mental tactics to keep me from getting my child back..we recently called the cops and he called the weekend sw and proved there was no file so she came home..my mom was proven in front of my dad, child, cops and the family my child stayed with after running away from my mother's horrible treatment...that shebwas a liar..Cathy was meddling outside of her job acting as my kids sw whenever she would seem to talk about me or anything to do with me, and when I would try to see her too. NOW my mother and her obviously no they both did illigal moves..Cathy falsely involving herself and my mother claiming she had custody to collect money from the government...So they took my boy..I've been given four other sw names involved, and talk to two at the hospital so six in total yet nobody has contacted me since I been home, I haven't been informed of anything of my boy..Just Peters, contacted my kid and told her she 'suggests'she go stay with grandma she hung up on her and said no. So she ended up agreeing to go to great grandma's and its been ten days and no court or papers stating anything..she hasn't contacted me ither..my mother in that situation said she got custody and a yr restraining order so I couldn't go near ither of them...at a presentation hearing..that was canceled because ibwas in the hospital still..so lies lies lies and they all work together and I feel so hopeless reading these articles...is there any suggestions on how to or who to speak with that can help? He was born Nov 20 and its now Dec 4 he should of been home by now...these people have to have some sort of soul or something...I want my family home ... Before chriatmas

    ReplyDelete
  14. *Judy Peters* I meant, contacted my kid, and I forgot to mention, that hearing was nothing of my older kid, it was about the baby. And it was canceled...my mother lied abo it all..and she's off in Mexico as of Saturday while her grand children get to spend their time away from where they want to be and need to be..with the help of These SW in Kelowna. Everything is a lie and all possible ways to get them home quick seems to be a loss.. This is not fair, all this negitive stuff people go threw with these people, and its told all over the news and web yet there is no fix yet.. Their way of funding needs to come in other ways..nit when they put kids in the system...what ideot made it that way? Obviously they want to take kids so they get funding and paychecks! And judges arnt aware? Wtf is up with this?!
    Thanks mother you heartless mental woman for putting your grandkids into the system..they will hopfuly be out of soon but you started something that sounds like it could be a struggle..for my boy anyways..I need help...

    ReplyDelete
  15. *Judy Peters* I meant, contacted my kid, and I forgot to mention, that hearing was nothing of my older kid, it was about the baby. And it was canceled...my mother lied abo it all..and she's off in Mexico as of Saturday while her grand children get to spend their time away from where they want to be and need to be..with the help of These SW in Kelowna. Everything is a lie and all possible ways to get them home quick seems to be a loss.. This is not fair, all this negitive stuff people go threw with these people, and its told all over the news and web yet there is no fix yet.. Their way of funding needs to come in other ways..nit when they put kids in the system...what ideot made it that way? Obviously they want to take kids so they get funding and paychecks! And judges arnt aware? Wtf is up with this?!
    Thanks mother you heartless mental woman for putting your grandkids into the system..they will hopfuly be out of soon but you started something that sounds like it could be a struggle..for my boy anyways..I need help...

    ReplyDelete
  16. They took my baby boy two days after he was born while in the hospital. I checked myself out of the hospital after 7days of feeling like a lab rat, basic after c section issues that should of been easily delt with, but they all seem to act as if they didn't know what they were doing..felt like they were trying to keep me there! It was my mother and Cathy Segrus in Kelowna who tries to keep my 15yr old away frm me all year while I fought to get back on my feet after my mother kept on her mental tactics to keep me from getting my child back..we recently called the cops and he called the weekend sw and proved there was no file so she came home..my mom was proven in front of my dad, child, cops and the family my child stayed with after running away from my mother's horrible treatment...that shebwas a liar..Cathy was meddling outside of her job acting as my kids sw whenever she would seem to talk about me or anything to do with me, and when I would try to see her too. NOW my mother and her obviously no they both did illigal moves..Cathy falsely involving herself and my mother claiming she had custody to collect money from the government...So they took my boy..I've been given four other sw names involved, and talk to two at the hospital so six in total yet nobody has contacted me since I been home, I haven't been informed of anything of my boy..Just Peters, contacted my kid and told her she 'suggests'she go stay with grandma she hung up on her and said no. So she ended up agreeing to go to great grandma's and its been ten days and no court or papers stating anything..she hasn't contacted me ither..my mother in that situation said she got custody and a yr restraining order so I couldn't go near ither of them...at a presentation hearing..that was canceled because ibwas in the hospital still..so lies lies lies and they all work together and I feel so hopeless reading these articles...is there any suggestions on how to or who to speak with that can help? He was born Nov 20 and its now Dec 4 he should of been home by now...these people have to have some sort of soul or something...I want my family home ... Before chriatmas

    ReplyDelete
  17. To try and fight case via Supreme court is how they get us in the end, You have to pay out of pocket for transcripts,estimated cost per page=$600!!What average parent can pay that??I can't even get the right to fair fight,for my very soul which is what my children mean to me so now what..do they think I'm going to just "go away".
    Is a crime to commit suicide according to the charter but so is murder which is what it is when u take my very reason to live..how is this ok...MCFD Maple Ridge were granted CCO based on the judge taking emergency room notes from an MVA I was in in 2004 determined I had head injury(No one in that courtroom held a Ph.D. to determine this)and accepting the MCFDS reports that my children were severely disabled(again no medical evidence)they haven't even seen anyone outside pediatrician!!Yet this is how decided "couldn't care for them on my own"that I "needed a partner"why not just bring back the rule of thumb then????Original worker FIRED halfway through this then they claimed my lack of proper housing yet is due to this ordeal found myself in situation of inadequate housing and under poverty levels thx
    My lawyer (turned out used to represent very same office)never submitted evidence,called no one and made no cross,meeting me only 5mns b4 court!!
    I started my fight with 4 other moms suffering same when MCFD did a "sweep" of downtown Ridge yrs ago,am only one left ALIVE.(not dramatic flair,my friends committed suicide and/or o'd trying to mask the pain....)they succumbed to the cruelty this office applies to the woman they rape of their babies here,no supports no resources and everyone afraid of them
    ,I'm tired and don't know how much more can take..only see them now every 3wks each time told be last visit(boys 5yrs &3yrs)Thier only disability be trauma caused by these heartless ghouls
    I want those babies to know I tried,god help me I did and I am trying.. ,children are a privilege not a right how is it am stripped of that privilege when I have no rights, to begin with..sorry for the rant..pls someone help our families,someone just listen

    ReplyDelete
  18. To try and fight case via Supreme court is how they get us in the end, You have to pay out of pocket for transcripts,estimated cost per page=$600!!What average parent can pay that??I can't even get the right to fair fight,for my very soul which is what my children mean to me so now what..do they think I'm going to just "go away".
    Is a crime to commit suicide according to the charter but so is murder which is what it is when u take my very reason to live..how is this ok...MCFD Maple Ridge were granted CCO based on the judge taking emergency room notes from an MVA I was in in 2004 determined I had head injury(No one in that courtroom held a Ph.D. to determine this)and accepting the MCFDS reports that my children were severely disabled(again no medical evidence)they haven't even seen anyone outside pediatrician!!Yet this is how decided "couldn't care for them on my own"that I "needed a partner"why not just bring back the rule of thumb then????Original worker FIRED halfway through this then they claimed my lack of proper housing yet is due to this ordeal found myself in situation of inadequate housing and under poverty levels thx
    My lawyer (turned out used to represent very same office)never submitted evidence,called no one and made no cross,meeting me only 5mns b4 court!!
    I started my fight with 4 other moms suffering same when MCFD did a "sweep" of downtown Ridge yrs ago,am only one left ALIVE.(not dramatic flair,my friends committed suicide and/or o'd trying to mask the pain....)they succumbed to the cruelty this office applies to the woman they rape of their babies here,no supports no resources and everyone afraid of them
    ,I'm tired and don't know how much more can take..only see them now every 3wks each time told be last visit(boys 5yrs &3yrs)Thier only disability be trauma caused by these heartless ghouls
    I want those babies to know I tried,god help me I did and I am trying.. ,children are a privilege not a right how is it am stripped of that privilege when I have no rights, to begin with..sorry for the rant..pls someone help our families,someone just listen

    ReplyDelete

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